Final answer:
Case routing in Dynamics 365 Customer Service is completed using Routing Rule Sets, which consist of routing rules that define conditions for case assignment.
Step-by-step explanation:
In Dynamics 365 Customer Service, case routing is completed using a feature called Routing Rule Sets. Routing Rule Sets are a collection of routing rules that define the conditions under which a case is assigned to a specific queue or user. These rules can be based on various criteria such as customer preferences, case properties, or workload distribution. For example, a routing rule can be set up to assign high priority cases to a specific team or to distribute cases evenly among available agents.
Each routing rule within a Routing Rule Set contains a condition and an action. The condition specifies the criteria that must be met for the rule to be applied, and the action determines where the case should be routed. Examples of conditions include the type of case, the customer's location, or the information provided by the customer. Actions can include assigning the case to a specific queue or user, setting the case status, or sending an automated email notification.
Overall, case routing in Dynamics 365 Customer Service is a flexible and customizable system that ensures cases are automatically assigned to the appropriate team or user based on predefined rules and conditions.